Is your journey map netting you the results you need?

With our deep expertise in modes, data-driven experience design, and the elements that make experiences truly meaningful, we leverage rich stimuli to craft journey maps that are not only more impactful but also deliver profound insights.

Scroll below for additional information on what makes good journey maps and client testimonials.

Our Journey Mapping Articles and Case Studies

  • The world is changing fast, and so are the ways customers approach personal transformation and growth. Your job is not just to respond to customer needs; it's to anticipate them. It's to 'skate to where the puck will be.' Read More

  • In the fast-evolving world of customer experience (CX), understanding the intricacies of the customer journey is crucial for creating meaningful and valuable interactions. Journey maps, which visualize the steps customers take as they interact with a company, are indispensable tools for experience strategists and CX professionals. They not only highlight areas for improvement but also help in aligning business objectives with customer jobs to be done (needs that customers are willing to pay you to do for them or help them with). This article delves into how journey maps can enhance customer experiences by using journey maps to align on how to deliver three distinct types of time that customers value: time well saved, time well spent, and time well invested. Read More

  • There are maps that describe current gaps in the experience; ones that define internal processes; others that are designed for generating sales. Then, there are journey maps that are designed to describe a future-state experience. Many companies confuse the first three for the last. They hope that the act of creating a journey map will yield a strategy for the future.  Read More

  • Traditional journey mapping places a lot of emphasis on the ideal path through an experience—often times by pointing out the trouble spots in a generalized representation of the experience. The focus is on the phases that large groups of people go through to complete an activity.  Read More

  • Companies are so used to thinking about the customer’s experience as a journey that they miss the greatest opportunity to personalize the customer’s experience. The reality of what the customer is doing right now is the most important opportunity and with a mode map, companies can be prepared for the customer’s now. Read More

  • The team at Southern Company Gas was challenged to migrate customer transactions to self-service while increasing customer satisfaction. Adding to the complexity were the competing needs across departments. Read More

  • G&K Services, a branded-identity uniform rental and direct-sales company, found itself losing customers to larger, more aggressive firms such as Cintas as the uniform business became more price-driven and less value- and service-focused. The team at G&K needed to find new ways to enhance their value proposition to current and future customers—or risk continuing to lose ground against the “big guys. Read More

  • Journey mapping has become a farce. And that’s a big problem for experience strategists. By building on problematic personas, company-centric stages, and cumbersome channels, strategists have turned the once king of customer-centric design, the journey map, into the court jester. Read More

  • One of the greatest things that experience strategists have done to transform companies into customer-centered businesses is to invent the journey map, but now, thanks to their pervasiveness, journey maps have become problematic in many organizations. Read More

  • Years of doing customer experience design research for clients across industries have revealed nine deadly sins related to customer journeys—shedding light on the missteps that can jeopardize the overall customer experience. Let's delve into each sin and explore how organizations can avoid these pitfalls to create seamless and meaningful customer journeys. Read More

  • Do you work for a life sciences company that is trying to drive greater patient centricity? The journey map can be a powerful tool in this effort if the maps are created and utilized correctly. However, there are a few endemic challenges that tend to get in the way. From organizational silos that fragment the patient experience to a historical orientation towards market-driven - versus experience-driven- strategy, companies are missing out on the great potential of journey maps to create exceptional patient experiences. If you're wondering how these journey maps can work their magic in healthcare, or if you're already using them but not quite sure if you're doing it right, we can help. Read More

  • Most experience strategists today would contend that they don’t want to impose their company’s processes on their customers and that journey mapping is an exercise in understanding the customer’s pain points, needs, and decision-making process.  Read More

  • Perhaps the greatest thing that experience strategists have done to transform companies into customer-centered businesses is to invent the journey map. There was a time, two decades ago, when most companies never mapped the journey their customers must take to engage with them. Now it is common practice. A best practice. And a very important strategic document. Read More

  • Buying a home is the biggest investment most of us make; it can be a daunting and emotional process. What’s more, many feel they are not able to finance a home. Clayton Homes ®, a Berkshire Hathaway ® company and national builder of attainable housing, knew how people shop for homes is changing.They wanted to develop a meaningful online shopping experience that not only helps people overcome the barriers to homeownership, but also help them design a home built to fit their life. Read More

Past & Current Clients

Stone Mantel, an industry leader in experience strategy, assists companies such as Marriott, Southern Company, Truist and American Academy of Family Physicians in establishing improved end-to-end experiences and leveraging their skills for a better customer or member centric experiences. 

Journey Maps help companies focus on an end-to-end journey that adds value and is time well spent for both the customer and the company. 

Impactful Journey Maps are used by leadership, marketing, sales, operations, business strategy, channel strategy, analytics and measurement, and third-party technology solutions to: 

  • More accurately describe the customer’s actual experience

  • Guide strategic decision-making regarding channel design and data requirements

  • Address the dynamic between individual customers and their families and friends

  • Focus the company on the real job the customer wants to experience to get done

  • Know how to best motivate the customer

  • Zoom in on specific interactions that matter to the customers

  • Describe situations that influence your customer

  • And so much more

Create an end-to-end experience your customers and company will love.

What Our Clients Say

Sonia McCollum, Digital Strategist, Southern Company

“There is a greater emphasis on the customer experience. The most important thing is selecting a vendor that has proven results. Lots of people can do a journey map, but Stone Mantel focused us on future-state journeys and their presentation was excellent.”

G&K Services

“Stone Mantel helped us understand the deepest unmet experiential needs of our clients at the most important moments. Now instead of focusing and competing on table stakes needs like on-time delivery and competitive pricing we are developing new experiences that allow us to charge a premium for helping our clients strategically manage their uniform usage.”